They can work closely together or not all all. I have seen both situations. It depends on how they interact with the SD. if not at all you have a lot for work to do to get the 2 to work together. There should be at least some synergy and interaction between the 2. The more you have them working together with the same goals) the better. _________________ Mark O'Loughlin
ITSM / ITIL Consultant
Joined: Sep 16, 2006 Posts: 3366 Location: London, UK
Posted: Wed Jan 23, 2008 7:17 pm Post subject:
It also depends on what the service is tha the service is suppose to be for
If the service is Networks only... then the NOC sometimes is the SD
It all depends on what the service is
Ideally, the SD is the call centre that takes and records the call, categorize the calls/incidents/etc and farms them to the NOC (networks), system people, app people etc _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
If your NOC does a lot of monitoring it will in a way be generating it's own bunch of incidents. You might be able to log them straight into a NOC call queue, separate from general Service Desk calls (though always logged in the same system) and they can work on them separately. That doesn't mean your NOC guys won't still be providing 2/3rd line support to the general call queue.
I have no idea if that paragraph makes any sense, too much coffee this morning...
Joined: Oct 26, 2007 Posts: 295 Location: Calgary, Canada
Posted: Thu Jan 24, 2008 3:51 am Post subject:
In my previous company, NOC was the SD for network specific issues. They had their own queues and managed and owned their tickets. However, SD (which wasn't called that, but performed indeed that function for other types of issues), monitored progress of incident resolution and would communicate with NOC in case they were slipping on their SLA targets, as well as would include running reports that included NOC indicators.
However, the way how the two work together all depends on nature of business, I guess.
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